Terms & Conditions

Terms & Conditions

Payment of Goods

Telephone Orders: If you wish to pay by
credit/debit card over the telephone, or have any questions, you can telephone
us on 01722 742733 (Local call charge), Monday to Saturday between 9.30am & 4.30pm. Our staff will be pleased to assist you.
Your order details will be processed after confirmation of payment has been
acknowledged.

Order
Process: When your order has been
received, stock will be checked, and we will advise you regarding availability
of your selection. If we are out of stock, we will advise you of the
anticipated delivery date from our supplier. Once in stock we will contact you
to arrange delivery.

Delivery
Arrangements – Carpets & Rugs: The delivery of your carpet or rug can be arranged for mainland England and Wales plus Scotland post
codes EH (Edinburgh)
and post codes G (Glasgow). It is possible to arrange deliveries to the rest of
Scotland,
Northern Ireland,
the Isle of Wight & the Isle of Man etc.
Please contact us on 01722 742733.

We will advise you regarding your delivery, normally by
telephone or email, and inform you regarding when you can expect delivery of
your carpet/rug.

Please note that if we may use our own transport, or an independent carrier to deliver your purchase. You will not normally
be advised of a delivery time. However, if you wish to have a timed delivery,
we can arrange this but there would may a cost for this service. Due to carpet
being delivered using a driver only, you will need to supply suitable labour to help with
unloading. The driver will not take the goods into your premises or building.

Order
Cancellations (Changed mind): In the event of changing your mind regarding your order, we operate under
the terms of the Consumer Protection (Distance Selling) Regulations 2000,
(known as distance selling directive). Customers are allowed 14 (fourteen) full
working days as a cooling off period on all online purchases starting the day
after receiving the goods, providing the items purchased are as new. There is a
duty of care for the customer to ensure goods are safely/securely returned.
Customers are responsible for the cost of returning the items to us.To process your request, please contact us, Telephone: 01722 742733 to advise and further discuss. Alternatively email thecarpetshop@wiltonflooring.co.uk. Our staff will be pleased to process your refund
including your original delivery charge within 30 days of cancellation, when
the goods have been received and inspected. Claims for damage etc, would be
dealt with separately to the unconditional refund a customer is entitled to.

In the event that the carpet/rug is damaged, we would ask
that you notify us and return the carpet/rug to us. After inspection, and if we
find the carpet/rug is faulty, we will reimburse you for the carriage cost and
offer you a replacement carpet/rug or a full refund.

Further
Assistance

If you are experiencing any problems using our website or
wish to discuss any product details, please feel free to contact us. Our
contact addresses and telephone numbers are detailed below.

Email: thecarpetshop@wiltonflooring.co.uk

Tel: 01722 742733 (Local call charge)

Monday to Saturday between 9.30am & 4.30pm

Address:

The Wilton Shopping Village
Minster Street
Wilton, Wiltshire
SP2 0AY

Colour
Matching

Carpets
are manufactured in batches and whilst the procedures and processes remain
constant there will always be a small variation between batches produced at
different times. Carpets made using blending yarns such as berbers or heathers
will normally show a slightly larger degree of variation due to the processes
involved. Where carpets are to be laid in more than one piece, or in several
rooms it is advisable that a single width be used from the same batch to ensure
the closest possible match.

Carpets
which are laid with the pile travelling in different directions will, in most
cases, appear not to match. Therefore it is always advisable to lay carpets
with the pile travelling in one direction.

Samples

The
samples on display may not be from the same batch as current production and
therefore should be used as a guide and not an exact colour match.

Shedding

All
cut pile carpets will lose short fibre, which is created during production when
spun yarn is cut for tuft formation. These fibres fall onto the surface of the
pile and appear as ‘fluff’.The effect varies with yarn type and may be removed
without detrimental effect upon the carpet by vacuum cleaning. This excess
fibre is only a small fraction of the total fibre contained in the carpet.
There is no given time at which shedding will cease. This will depend on the
traffic the installation receives and the frequency of vacuuming.

Sprouting

Occasionally
an odd tuft or two can work its way to the surface and stand proud of the rest
of the pile. This is probably due to one end of the tuft being longer than the
other i.e. J shaped tuft instead of V shaped. Remedial action merely requires
that the offending tufts be scissor trimmed level with the rest of the pile.
They should never be pulled out.

Pulled
Loops

Pulled
loops occur only in looped pile carpet where one or more loops in the
continuous pile is pulled through the primary backing of the carpet. This is
usually due to some local condition, possibly some sharp object which has
caught in a loop in situ and has resulted in a pull. Pulled loops are easily
dealt with by trimming the offending end level with the rest of the pile. They
should not be left as this could result in further loops being pulled and
developing into a ladder.

Shading

Shading
occurs because the pile of the carpet has become crushed, flattened or brushed
in a different direction to the natural lie of the pile whilst in situ. This
causes light reflection at differing angles resulting in the creation of light
and dark patches on the carpet. This will occur on all pile fabrics but can be
more noticeable on plainer carpets because the shadows created by pressure will
not be disguised by a heavy pattern or design.

Static

Carpets
do not produce static but like other household fabrics and objects have the
capacity to store it. Static is caused by the build up of static electricity
upon personnel in a dry environment and is discharged when a person makes
contact with an object which can conduct electricity (i.e. door handle or
filing cabinets, etc). The static charges will vary in intensity depending upon
the individual, air humidity and the contact materials. Static is more usually
associated with synthetic materials as they do not retain moisture very well
but it can and does occur with wool in very dry room conditions. Preventative
measures include the introduction of moisture into the room or in situ carpet
treatment.

Pile
Reversal (See Shading)

Like
shading, this occurs when the pile or nap of the carpet changes direction and
thus reflects light at different angles showing the effects of shading which
can become permanent. It is also described as ‘watermarking’. This can happen
to every carpet construction be it Axminster, Wilton, Tufted, Hand Woven, Persian, Chinese,
Indian or even Coir Matting. Like shading it can be more apparent on plain
carpet because heavy patterns can disguise the effects. It can occur quite
quickly after installation. A tremendous amount of research has been carried
out over many years by many institutes to determine the cause of this
phenomenon but none of it has proved conclusive. There is no commonly known
manufacturing process which can cause or cure this phenomenon and therefore it
is not a manufacturing fault.

Fading
on Wool

Carpets
made from wool can and do fade in use. The degree of fade can vary depending on
the colour chosen and the local conditions to which the carpet is subjected.
Fading can be caused by exposure to ultra violet light which is found in
daylight, but is accelerated when sunlight shines directly onto the carpet.
This has the effect of lightening or “Bleaching” the colour just as exposure to
sunlight will lighten human hair. Wool is after all animal hair. Protection
should be given to carpets exposed to such conditions just as you would protect
other furniture or fabrics.
A complaint on fading would be considered justified if it failed to meet the
required shade standard when tested to the British Standard BS1006 (1990).

Flattening

Flattening
will occur as a result of traffic which eventually flattens the pile
particularly in the main areas of use. All pile fabrics will flatten to greater
or lesser degree dependent on the amount of traffic to which it is subjected
and the construction (tuft density / pile fibre / height / weight) of the
product concerned.

Soiling

Soiling
is usually the result of some local condition to which the carpet has been
subjected to, or maintenance, or lack of maintenance programme. There are several types of soiling which are quite
common:

Spillages - Whenever a
spillage occurs it is important to blot as much of the liquid us as possible
using a dry clean cloth or tissue. Never rub the pile as this will cause
distortion and possibly alter the appearance of the carpet. It is very
important to do this immediately after the spillage occurs, failure to remove
the spillage quickly could lead to the stain becoming permanent and it may not
be able to be removed at a later date, even with professional assistance.

Shampoo - if incorrectly
applied, can leave sticky soap residues in the fibres which can result in the
soiling reappearing quite rapidly.

Dust - which is carried
on draughts can soil carpets in various ways, apart from the obvious soiled
edges, at gaping skirting boards for instance, dark lines appearing on surface
might suggest airborne dust vacuum-drawn through poorly fitted floorboards.
Sometimes the shape of floorboards can be seen quite clearly. Airborne dust
sometimes shows itself as spots on the carpet, this is due to the air carried
on a draught under the carpet escaping through minute holes both in the
underlay and the carpet, leaving dust deposited on the pile much like a filter
action. In such installations, the use of a lining paper is essential as a
preventative measure. It is important that prior to any installation of
carpeting the floor is checked for levelness and any gaps in floorboards or
cracks, or steps in concrete floors are repaired or leveled. Any poorly fitted
doors or skirting boards may also need to be corrected.

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